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dialing",[123],"10-digit dialing is mandatory for traditional phone numbers in our area now. This did not used to be the case. You will run into customers who are still trying to dial the last 7 digits.",2,{"id":1270,"title":1271,"titles":1272,"content":1273,"level":1268},"\u002Fhowto\u002Fhome-phone-info#incoming-call-filtering","Incoming Call Filtering",[123],"The following information pertains to the various call filtering options available to customers.\nThese are organized from most restrictive to least restrictive Do Not Disturb ModeThis sends all incoming calls to voicemail (or rejects entirely if EPB voicemail is disabled).\nThe customer may not ever have their phone ring, and it may not even show up as a missed call to their phones.Selective Acceptance (white list)This blocks all calls that are not on a pre-determined list created by us and the customer.There is a limit of 100 entries in this list.Important Numbers to Add\nYou must add the numbers below to the customer's list. This allows emergency services to reach the customer if needed.Smart Call BlockingSome customers have opted to purchase landline handsets which have a Smart Call Blocking feature which operates very similarly to Nomorobo (a service which they no longer offer to landlines), and is included in the handset itself. This does not require us to make any billing or service modifications on our end.Selective Rejection (block\u002Fblack list)This will block calls that are listed on a pre-determined list created by us and the customer.There is a limit of 100 entries in this list.Setting Ringer Volume to 0This is the least restrictiveSo this is more of a placebo, the call still comes through to their phone, they'll still get voicemails\u002Fmessages if the caller opts to leave one. They just simply won't hear it ring.",{"id":27,"title":26,"titles":1275,"content":1276,"level":1262},[],"Frequently, customers will think they're missing emails, when really all they did was change the sorting of the webmail client. There is a couple of different ways to change this, but the easiest is simply clicking on the column header to set the sorting to that column and change the order of it.The active sort is indicated by an arrow pointing up or down. 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You can filter by email address, part of the subject title, etc. DANGER!Filters are powerful, but they can be setup incorrectly resulting in loss of more data than was intended.\nCommonly this is from setting the date range incorrectly, or using too vague of a keyword in the subject\u002Fsender's address. These steps will need to be done on the webmail page. Preferably using a computer. Go to the webmail client . (https:\u002F\u002Fmail.epbfi.com)At the top grey bar, choose Preferences.On the left menu, choose Filters.In the middle, near the top, you should see Incoming Message Filters and Outgoing Message Filters, click on Incoming.Just below this, click on Create Filter.Fill in a filter name. This only sets what appears in the list of filters.The top light grey section of this box sets the filter criteria.\nFor subject, you are setting keywords usually.\nFor dates, you generally will pick a date to remove all emails from that date backwards.The bottom light grey section of this box sets what to do with the matching filtered items.\nSetting Discard will skip the trash altogether, effectively making it insanely hard if not impossible to recover the message(s) that match.Press OK to move on from building the filter.Click Run FilterClick the tiny box next to the folder(s) that need to be cleaned up.Click OK.Let this just run. Go get food, watch a movie, anything but watch it. It will take a while.After it finishes, the filter needs to be deleted.\nBe sure to remove the filter. A filter that has been left can result in missing emails in the future.",{"id":1297,"title":1298,"titles":1299,"content":1300,"level":1268},"\u002Fhowto\u002Femail\u002Fepb-email-tips-and-tricks\u002Fmass-delete-emails#fix-2-bulk-select-from-the-inbox","Fix 2: Bulk Select from the Inbox",[38],"You can select multiple emails at once while looking in the inbox. This will likely be a slower option, as you can only select so many at once.",{"id":45,"title":44,"titles":1302,"content":1303,"level":1262},[],"For when a customer REALLY wants to use POP, here's some steps that need to be taken. These steps will need to be done on the webmail page. Preferably using a computer. Go to the webmail client . (https:\u002F\u002Fmail.epbfi.com)At the top grey bar, choose Preferences.On the left side, click Mail.Scroll down to the very end.Check the box to Leave incoming Deleted messages in the Inbox.Other options in here are up to the customer.Click Save at the top.",{"id":58,"title":57,"titles":1305,"content":60,"level":1262},[],{"id":1307,"title":1308,"titles":1309,"content":1310,"level":1268},"\u002Fhowto\u002Femail\u002Fsettings\u002Fgmail-on-android#add-new-account","Add New Account",[57],"StartupThe program starts up looking like this.\nOpen the profile\u002Faccounts screen.Go to the top right and click on the circle with their initials OR profile picture.Click on Add Another Account at the end of the list of accounts.On the list of providers, choose Other.Enter the email address, then choose manual setup.Set the account type.IMAP is preferred.\nPOP3 requires special handling to ensure a smooth experience between multiple devices.Enter the incoming server information.Enter the email address as the username.Enter the password.Enter the incoming server hostname.Click NextEnter the outgoing server information.Require signin should be pointing to the right (on).Enter the email address as the username.Enter the password.Enter the outgoing server hostname.Click NextEnter the sync settingsThese settings are entirely up to the customer's preference.Click next once set.Enter the display settingsThese settings are entirely up to the customer's preference.Account name is how it shows up on the list of emails (the first thing we clicked on).Your name is what people see when they get an email from you instead of just your email address.Click Next and you should be finished.",{"id":1312,"title":1313,"titles":1314,"content":1315,"level":1268},"\u002Fhowto\u002Femail\u002Fsettings\u002Fgmail-on-android#update-password","Update Password",[57],"StartupOpen the profile\u002Faccounts screen.Click on the profile circle. (initials or picture at the top)Click manage accounts on this device.Choose the EPB account.Click account settings.Choose the EPB account (again) from this list.Click on Incoming server settings at the end of the list.Set incoming server settingsEnter the email address as username.Enter the password.Enter the incoming host name.Set the port.Set the security type.Click Done at the bottom right of this box.Click on Outgoing server settings (you may have to scroll down to see it)Set outgoing server settingsMake sure Require signin is turned on (pointing to the right).Enter the email address as username.Enter the password.Enter the outgoing host name.Set the port.Set the security type.Click Done at the bottom right of this box.",{"id":64,"title":63,"titles":1317,"content":66,"level":1262},[],{"id":1319,"title":1308,"titles":1320,"content":1321,"level":1268},"\u002Fhowto\u002Femail\u002Fsettings\u002Fios#add-new-account",[63],"StartupThe program starts up looking like this.You don't need to be here though. None of the settings are changed here.Go to Iphone\u002FIpad Settings, then Mail, then Accounts.![]From the Iphone\u002FIpad home screen go to the system settings.Click on Mail. (on an ipad this on the left, on an iphone you will scroll down)Click Accounts.\nClick on Add Account at the end of the list of accounts.At the end of the list of providers, click on Other.Click on Add Mail AccountFill in Basic InfoName is what people see when they get an email from you instead of just your email address.Enter the email address.Enter the password. Description is how the email shows up in the inbox list.Click Next in the top right.\nFill in Basic Server InfoName is what people see when they get an email from you instead of just your email address.Enter the email address. Description is how the email shows up in the inbox list.Enter the incoming server hostname.Enter the username. Enter the password.Scroll down and enter the outgoing server hostname. Enter the username.  Enter the password.Click Next in the top right.\nVerificationIf verification succeeds, all you have to do is turn on the mail account and click Save.If you get a message about unable to use SSL they probably entered their info wrong.\nRe-enter the info and if it fails a second time, save it anyway, enable mail, and keep going with the following steps.\nClick on the accountLocated on the right (should show with Epbfi or the description they entered).Scroll down and click on advanced at the end.Set advanced incoming settingsScroll to the end.Make sure Use SSL is turned on (green and switch is to the right)Make sure Authentication is set to Password.Imap Path Prefix is empty (or grey \u002F)Enter the port number.Click Account on the top left with the blue arrow.Scroll down and click on SMTP.Click on the primary SMTP server.Set advanced outgoing settingsMake sure Use SSL is turned on (green and switch is to the right)Make sure Authentication is set to Password.Enter the port number. Enter the username. Enter the password.Click Done at the top right.",{"id":1323,"title":1313,"titles":1324,"content":1325,"level":1268},"\u002Fhowto\u002Femail\u002Fsettings\u002Fios#update-password",[63],"StartupThe program starts up looking like this. You don't need to be here though. None of the settings are changed here.Go to Iphone\u002FIpad Settings, then Mail, then Accounts.From the Iphone\u002FIpad home screen go to the system settings.Click on Mail. (on an ipad this on the left, on an iphone you will scroll down)Click Accounts.\nClick on the EPB Account.Scroll down and click on Advanced.Set advanced incoming settingsScroll to the end.Make sure Use SSL is turned on (green and switch is to the right)Make sure Authentication is set to Password.Imap Path Prefix is empty (or grey \u002F)Enter the port number.Click Account on the top left with the blue arrow.Scroll down and click on SMTP.Click on the primary SMTP server.Set advanced outgoing settingsMake sure Use SSL is turned on (green and switch is to the right)Make sure Authentication is set to Password.Enter the port number. Enter the username. Enter the password.Click Done at the top right.",{"id":70,"title":69,"titles":1327,"content":72,"level":1262},[],{"id":1329,"title":1308,"titles":1330,"content":1331,"level":1268},"\u002Fhowto\u002Femail\u002Fsettings\u002Fmac-mail#add-new-account",[69],"StartupThe program starts up looking like this. Click on File at the top left.Open PreferencesMove to the very top of the screen.Click on MailClick Preferences.Switch to Accounts at the top, then click Add.At the top of the window, click on Accounts.Click on the plus in the bottom left.Set the provider.Choose Other Mail account.Click continue.Fill in basic infoName is what people see when they get an email from you instead of just your email address.Enter the email address.Enter the password.Click Sign InFill in more info Enter the username and password after the servers because it will clear them out when you change Incoming Mail Server.Verify the email address.Enter the incoming mail server.Enter the outgoing mail server.Enter the username.Enter the password (if it cleared it out too).Click on Sign in.Choose AppsTurn on Mail.Turn on Notes.Click on Done.Go to Server Settings (on the right)Set the port settings.Uncheck Automatically manage connection settings on BOTH incoming and outgoing.Set the incoming port.Check the box for TLS\u002FSSL.Set the outgoing port.Check the box for TLS\u002FSSL.Make sure the username and password is in here.Click Save on the bottom right. (This only appears when you change something in here)",{"id":1333,"title":1313,"titles":1334,"content":1335,"level":1268},"\u002Fhowto\u002Femail\u002Fsettings\u002Fmac-mail#update-password",[69],"StartupThe program starts up looking like this. Click on File at the top left.Open PreferencesMove to the very top of the screen.Click on MailClick Preferences.Click on Accounts at the top, then Server Settings (on the right)Click on Account Settings.Click on Server Settings.Update password and set the port settings.Uncheck Automatically manage connection settings on BOTH incoming and outgoing.Set the incoming port.Check the box for TLS\u002FSSL.Set the outgoing port.Check the box for TLS\u002FSSL.Make sure the username and password is in here.Click Save on the bottom right. (This only appears when you change something in here)",{"id":75,"title":74,"titles":1337,"content":77,"level":1262},[],{"id":1339,"title":1308,"titles":1340,"content":1341,"level":1268},"\u002Fhowto\u002Femail\u002Fsettings\u002Fnew-outlook#add-new-account",[74],"StartupThe app starts up looking like below.Open Mail SettingsGo to the top right and click on the settings button.\nSelect Accounts & Email AccountsOn the left side, select Accounts and Email Accounts\nSelect Add AccountOn the right side, click on Add Account.\nAdd Email AccountEnter your email address and hit contunue.\nMicrosoft Login pop up.If you don't get this screen, go to Step 9: Enter IMAP informationIf you get this Microsoft login pop up, Just hit the \"X\" in the top right.Select Advanced SetupYou will see a screen similar to the 'add account' step, but now there will be and Advanced Setup option.\nSelect Account ProviderScroll down and choose IMAP\nEnter IMAP informationEnter passwordSelect 'show more'Enter the incoming server names with the port.\nScroll down and enter SMTP informationEnter the Outgoing server.Check the secure connection type is set to SSL\u002FTLS.\nVerify information and Select ContinueSelect continue.\nAll DoneYou have now successfully added the email to the new Outlook app.",{"id":1343,"title":1313,"titles":1344,"content":1345,"level":1268},"\u002Fhowto\u002Femail\u002Fsettings\u002Fnew-outlook#update-password",[74],"StartupThe app starts up looking like this.\nOpen Mail SettingsGo to the bottom left and click on the settings button.\nSelect Accounts & Email AccountsOn the left side, select Accounts and Email Accounts\nSelect Manage AccountClick on manage account on the right side of the screen\nRepair account informationScroll to the bottom and select Repair\nUpdate IMAP informationEnter passwordSelect 'show more'Enter the incoming server names with the port.\nScroll down and update SMTP informationEnter the Outgoing server.Check the secure connection type is set to SSL\u002FTLS.\nAll UpdatedYou have now updated the password for the new Outlook (formerly Mail) app.",{"id":81,"title":80,"titles":1347,"content":83,"level":1262},[],{"id":1349,"title":1308,"titles":1350,"content":1351,"level":1268},"\u002Fhowto\u002Femail\u002Fsettings\u002Foutlook-paid#add-new-account",[80],"StartupThe program starts up looking like this. Click on File at the top left.Click on Add AccountYou may have to click Home on the left Click on Add Account under Account Information.Enter initial infoEnter the email address.Click on Advanced OptionsCheck the box for Let me set up my account manually.Click Connect.Choose Account Provider\u002FTypeChoose POP or IMAP depending on which you are setting up.IMAP is preferred.\nPOP accounts by default will delete emails as it receives them. Resulting in other devices losing emails. You can also have a customer lose all emails if the device corrupts\u002Fdies.Enter passwordEnter the password and click Connect.Verification Fails May not always happen, if not skip to Verify SettingsIf it fails to verify at first, it will give you this page. Click Change Account Settings.Enter server settings (if failed above)Enter the incoming server.Enter the incoming port.Set the incoming encryption method (SSL usually).Set the outgoing server.Set the outgoing port.Set the outgoing encryption method (SSL usually).Click Next.Verify settings If necessary, click File again.Click on the accounts list.Click on the EPB account.Go to Account Settings, then Server Settings.Click on Account Settings.Click on Server Settings.Verify Incoming SettingsEnter the username.Enter the password.Check the box to remember password.Set the incoming server.Set the incoming port.Set the incoming encryption method (SSL usually).Click Outgoing mail.Verify Outgoing SettingsSet the outgoing server.Set the outgoing port.Set the outgoing encryption method (SSL usually).Check the box for My outgoing server requires authentication.Set the circle to Use same settings as my incoming mail server.Click Next.",{"id":1353,"title":1313,"titles":1354,"content":1355,"level":1268},"\u002Fhowto\u002Femail\u002Fsettings\u002Foutlook-paid#update-password",[80],"StartupThe program starts up looking like this. Click on File at the top left.Select the account If necessary, click File again.Click on the accounts list.Click on the EPB account.Go to Account Settings, then Server Settings.Click on Account Settings.Click on Server Settings.Verify Incoming SettingsEnter the username.Enter the password.Check the box to remember password.Set the incoming server.Set the incoming port.Set the incoming encryption method (SSL usually).Click Outgoing mail.Verify Outgoing SettingsSet the outgoing server.Set the outgoing port.Set the outgoing encryption method (SSL usually).Check the box for My outgoing server requires authentication.Set the circle to Use same settings as my incoming mail server.Click Next.Click Done",{"id":87,"title":86,"titles":1357,"content":89,"level":1262},[],{"id":1359,"title":1360,"titles":1361,"content":1362,"level":1268},"\u002Fhowto\u002Femail\u002Fsettings\u002Fstock-android#adding-an-email-to-the-app","Adding an email to the app",[86],"Click the lines on the top leftClick on the settings wheelClick add accountChoose account providerClick other\nProvide email infoEnter the email address and passwordClick Manual Setup.Set Account Type at bottom. (IMAP preferred), POP3 will also work.Set server settingsYou'll need to scroll down a little to see the incoming and outgoing settings.Enter the incoming server host name.Set the security type.Set the port.{variant:\"solid\" color=\"netural\" label=\"IMAP only\"} Path prefix is blank (or saying optional).Enter the outgoing server host name.Set the security type.Set the port.Turn on require authentication to send emails.If it doesn't fill it in automatically, enter the email address and password.Click Next at the bottom.Enter the sync settingsThese settings are entirely up to the customer's preference.Click next once set.Enter the display settingsThese settings are entirely up to the customer's preference.Account name is how it shows up on the list of emails (the first thing we clicked on).Your name is what people see when they get an email from you instead of just your email address.Click Done at the bottom.",{"id":1364,"title":1313,"titles":1365,"content":1366,"level":1268},"\u002Fhowto\u002Femail\u002Fsettings\u002Fstock-android#update-password",[86],"Click the three lines on the left.Open email settings. (Gear icon top right of list)Choose the EPB account.Scroll down, open server settings.Set server settingsYou'll need to scroll down a little to see the incoming and outgoing settings.Enter the incoming server host name.Set the security type.Set the port.{variant:\"solid\" color=\"netural\" label=\"IMAP only\"} Path prefix is blank (or saying optional).Enter the outgoing server host name.Set the security type.Set the port.Turn on require authentication to send emails.If it doesn't fill it in automatically, enter the email address and password.Click Next at the bottom.",{"id":100,"title":99,"titles":1368,"content":102,"level":1262},[],{"id":1370,"title":1371,"titles":1372,"content":1373,"level":1268},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Fespn-authentication#espn-not-authorizedchannel-not-in-package","ESPN Not Authorized\u002FChannel not in Package",[99],"",{"id":1375,"title":1376,"titles":1377,"content":1378,"level":1379},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Fespn-authentication#navigate-to-settings","Navigate to settings",[99,1371],"The settings for ESPN hides on the menu options to your left. Press the left arrow on the remote (or left on the big ring on a Firestick) a couple of times it will open up a menu on the left side of the screen.Go to the bottom of that menu and click on the profile icon.",3,{"id":1381,"title":1382,"titles":1383,"content":1384,"level":1379},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Fespn-authentication#sign-out","Sign out",[99,1371],"There are menu options at the top. Scroll through the list to find TV Provider.Click the the okay button (center of the ring on a Firestick\u002FRoku\u002Fsmart tv).Confirm you wish to sign out.",{"id":1386,"title":1387,"titles":1388,"content":1389,"level":1379},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Fespn-authentication#signing-back-in","Signing back in",[99,1371],"Once you are signed out, we need to begin the sign in process again. Choose TV provider again using the okay button (center of the ring on a Firestick\u002FRoku\u002Fsmart tv).Depending on your device capabilities, it may offer you to sign in on the TV, or it may force you to sign in using another device.If you do not have the option to sign in with the remote, it will give you an address and a one time code to use.\nIt may also offer a QR barcode you can scan using your phone or tablet's camera app.Regardless of the method, you will need to choose your provider. Normally you have to click Show More\u002FSee More, then type in EPB or scroll down through the alphabetical list until you find \"EPB Fiber Optics\"ONLY choose EPB Fiber Optics, other EPB options are NOT us.You will need your sign in information that matches the epb.com website or FiTV app.ImportantIf you changed your password recently, you may have to wait up to 2 hours for it to update for this system.If you just signed up for FiTV, you will not have a provider sign in account for approximately 24 hours. If this is the case, let us know or call us to explore other options.Once signed in, your tv should link. You can now go back and try a game that was not working.",{"id":106,"title":105,"titles":1391,"content":108,"level":1262},[],{"id":1393,"title":1394,"titles":1395,"content":1373,"level":1268},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Ffirestick-troubleshooting#rebooting-the-firestick","Rebooting the Firestick",[105],{"id":1397,"title":1398,"titles":1399,"content":1400,"level":1379},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Ffirestick-troubleshooting#using-the-remote","Using the remote",[105,1394],"As long as your Firestick is moving around with the remote you can reboot it using the remote. Hold down the okay button, and the play\u002Fpause button at the same time for about 8 seconds.Let go once the screen goes black and you see Fire TV.",{"id":1402,"title":1403,"titles":1404,"content":1405,"level":1379},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Ffirestick-troubleshooting#hard-reboot-the-firestick","Hard Reboot the Firestick",[105,1394],"This method should work in almost every case. Remove the power cable from the Firestick itself behind your TV, or from the power outlet.\nIt should look similar to a phone charger.After 10-20 seconds, replace the power cable.",{"id":1407,"title":1408,"titles":1409,"content":1410,"level":1268},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Ffirestick-troubleshooting#remote-is-not-working","Remote is not working",[105],"Do you get a blue flashing light when you press the microphone or blue button with a white circle near the top of the remote?Yes\nThis means your remote batteries are likely fine, and the firestick is instead frozen.Go to Hard Reboot The FirestickNo, but it flashes multiple colors\nThis means your remote batteries are likely fine, but your remote is in troubleshooting mode.Go to Exiting Remote Troubleshooting ModeNo, I have no lights\nContinue to the next stepDo you get a flashing light if you hold down the house button on the remote for 6-10 seconds?Yes, only yellow\nThis means your remote batteries are likely fine.\nSome other reasons could be that the remote is not paired, the firestick itself has frozen, or the TV is not on the correct input.Go to Hard Reboot The FirestickYes, but it flashes multiple colors\nThis means your remote batteries are likely fine, but your remote is in troubleshooting mode.Go to Exiting Remote Troubleshooting ModeNo\nThis means your remote batteries are likely dead.Go to Replacing the Remote Batteries",{"id":1412,"title":1413,"titles":1414,"content":1415,"level":1268},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Ffirestick-troubleshooting#use-remote-troubleshooting-mode","Use Remote Troubleshooting Mode",[105],"Press the Rewind and Right on the side of the ring buttons at the same time for three seconds to activate the troubleshooting mode.Press the Menu button (three lines on the right below the big ring).\nThe LED turns green to show that your remote is now in troubleshooting mode.Press any button on your remote. \nThe LED flashes with a specific color to help you identify the issue.\nRed (slow blinking):\nThis means your remote batteries are low.Go to Replacing the Remote BatteriesRed (fast blinking):\nThere's a problem with your remote.Go to Factory Reset The RemoteOrange:\nThe remote is not paired to the Firestick. Go to Pairing The RemoteBlue:\nThere is no issue with the remote. Go to Hard Reboot The FirestickNo light:\nMake sure your TV is on, and on the correct input.",{"id":1417,"title":1418,"titles":1419,"content":1420,"level":1379},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Ffirestick-troubleshooting#exiting-remote-troubleshooting-mode","Exiting Remote Troubleshooting Mode",[105,1413],"Press the Play\u002FPause and Up (top of the big black ring) buttons at the same time for three seconds.Then, press the Menu button (three lines on the right below the big ring) to turn off troubleshooting mode.Next, remove and reinsert the batteries into the remote.",{"id":1422,"title":1423,"titles":1424,"content":1425,"level":1268},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Ffirestick-troubleshooting#check-network-settings-on-firestick","Check Network Settings on Firestick",[105],"Hold down the Home button on your Firestick remote for 1-2 seconds.You should now see the current time in big numbers with several boxes below it.The far right box should be Settings, scroll over to it by going right (press on the right side of the black ring repeatedly).Select Settings here by pressing the okay button (press the center of the big ring once).Scroll over to Network Settings using the black ring to go up, down, left, or right as necessary. It will look like a wifi symbol (waves growing off of a dot).Select Network Settings by pressing okay (the center of the big ring) once.If you see Ethernet and Wi-Fi, then your Firestick may be wired to your router instead of using Wi-Fi\nPress the Play\u002FPause button on the remote (below the house, it looks like a right arrow with two vertical lines) once.Does it show that it is connected to your Wi-Fi or via Ethernet? You should see this in the first section of this box.\nYes:\nYour router is working and the Firestick sees it, which is good. Continue with the next step.No:\nYour Firestick does not see your router.Go to Connect Firestick to NetworkDoes it show that it is connected to the Internet? You should see this in the second section of this box.\nYes:\nYour Firestick is online. Continue with the next step.No:\nYour router might not have Internet. Are other devices working on the Internet?\nIf not, then this is the root of the issue and we need to fix that first.At the bottom of the screen should be two buttons, the first one in white should be \"Run Speed Test\". Press the Okay button (press the center of the big ring once) to run the Speed Test.It will ask you to confirm running the test, press Okay again.The test may take a minute or two to run. While it is running a small circle should be spinning in the third section of the screen.Once the test finishes:\nMy speed is 60 Mbps or higher:\nYour firestick has a good connection to the internet. You can press the Home button (below the big black ring) to leave Network Settings, unless we say otherwise.My speed is below 60 Mbps (or has Kbps next to the number)\nYour Firestick is not receiving a good connection and this will cause you to have issues.Continue to the next step.The test is a line, zero, or I received an error message\nYour Firestick likely lost the internet, or the test server is having issues.Go to Rebooting the Firestick using Remote",{"id":1427,"title":1428,"titles":1429,"content":1430,"level":1268},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Ffirestick-troubleshooting#check-firmware-updates","Check Firmware Updates",[105],"Hold down the Home button on your Firestick remote for 1-2 seconds.You should now see the current time in big numbers with several boxes below it.The far right box should be Settings, scroll over to it by going right (press on the right side of the black ring repeatedly).Select Settings here by pressing the okay button (press the center of the big ring once).Navigate down and to the box labeled My Fire TV and select it by pressing the okay button (press the center of the big ring once).It should already be highlighting About. Select it by pressing the okay button (press the center of the big ring once).Scroll down (with the bottom of the black ring), to Check for Updates or Install Update.Click this with the okay button (press the center of the big ring once).",{"id":1432,"title":1433,"titles":1434,"content":1373,"level":1268},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Ffirestick-troubleshooting#firestick-remote","Firestick Remote",[105],{"id":1436,"title":1437,"titles":1438,"content":1439,"level":1379},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Ffirestick-troubleshooting#replacing-the-remote-batteries","Replacing the Remote Batteries",[105,1433],"You will need 2 AAA batteries. Remove the back cover from the remote.You may need to use something to assist in sliding it off. Some people have had luck using rubber dish gloves or latex gloves.Remove the old batteries.Inspect the battery section to ensure the old batteries did not corrode inside the remote.\nBattery acid is hazardous, do not touch with your bare hands.\nIf there is corrosion you may be able to clean minor corrosion yourself.\nMajor corrosion however likely has totally damaged the remote.Replace batteries, if no corrosion or minor corrosion. Both batteries face upwards, with the flat part touching the metal nub at the bottom.Replace the battery cover.",{"id":1441,"title":1442,"titles":1443,"content":1444,"level":1379},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Ffirestick-troubleshooting#pairing-the-remote","Pairing the Remote",[105,1433],"This shouldn't be needed in most cases, however you may need to reprogram a remote if this one hasn't been used in a while, this is a replacement remote, or the remote was previously used on another Firestick. Start by placing batteries in the remote.See Hard Reboot the FirestickOnce the Firestick starts up, you will be waiting on a screen that says \"We could not detect your remote\".Once this screen appears, hold down the Home button on your remote for 10 seconds. The light should start flashing yellow.If pairing works, you will see this message disappear with another one popping up briefly in the corner saying Remote Connected.Try the remote to see if you can move up, down, left, and right.If this does not work, see Factory Reset the Remote.",{"id":1446,"title":1447,"titles":1448,"content":1449,"level":1379},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Ffirestick-troubleshooting#programming-to-a-tv","Programming to a TV",[105,1433],"Hold down the Home button on your Firestick remote for 1-2 seconds.You should now see the current time in big numbers with several boxes below it.The far right box should be Settings, scroll over to it by going right (press on the right side of the black ring repeatedly).Select Settings here by pressing the okay button (press the center of the big ring once).Navigate down and to the box labeled Equipment Control.Click this with the okay button (press the center of the big ring once).Scroll down the middle portion to Manage Installed Equipment and click this with the okay button (press the center of the big ring once).Scroll down the middle portion to TV (specifically just TV), and click this with the okay button (press the center of the big ring once).Scroll all the way down, off the screen, on the middle portion to Change TV and click this with the okay button (press the center of the big ring once).It will ask you to confirm that you want to do this. It says it will take 5-10 minutes. Usually this is less.\nSometimes you will get a warning about using USB power first, this means your firestick is not plugged in using a wall outlet, and is instead hooked to your TV for power.Make sure Change TV is highlighted in white, and click this with the okay button (press the center of the big ring once)It will try and identify your TV.\nFor some TVs, this is all you have to do. It will simply say it has been setup.Other TVs, you will need to tell it your manufacturer, and then go through the on-screen steps to validate the controls.\nIf your is one of these, you may have to repeat steps each time you say No. This is normal, it is cycling through various codes in sequence.",{"id":1451,"title":1452,"titles":1453,"content":1454,"level":1379},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Ffirestick-troubleshooting#programming-a-soundbarspeaker","Programming a Soundbar\u002FSpeaker",[105,1433],"Not all soundbars and speakers can be programmed to the remote. If you are starting this after programming a TV, skip to step 8. Hold down the Home button on your Firestick remote for 1-2 seconds.You should now see the current time in big numbers with several boxes below it.The far right box should be Settings, scroll over to it by going right (press on the right side of the black ring repeatedly).Select Settings here by pressing the okay button (press the center of the big ring once).Navigate down and to the box labeled Equipment Control.Click this with the okay button (press the center of the big ring once).Scroll down the middle portion to Manage Installed Equipment and click this with the okay button (press the center of the big ring once).To pair a soundbar\u002Fspeaker to your remote, you will need to scroll to Add Device.\nIf one has already been paired, then this works nearly identical to programming a TV.\nYou will need to scroll down to Change Soundbar and confirm to change it.It will then ask what device it is.You then have to click on the manufacturer.It will attempt to go through known codes one by one with you.",{"id":1456,"title":1457,"titles":1458,"content":1459,"level":1379},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Ffirestick-troubleshooting#removing-soundbarspeaker-programming","Removing Soundbar\u002FSpeaker programming",[105,1433],"Sometimes you need to remove programming because the remote was used on another Firestick, or they no longer use a soundbar\u002Fspeaker. Hold down the Home button on your Firestick remote for 1-2 seconds.You should now see the current time in big numbers with several boxes below it.The far right box should be Settings, scroll over to it by going right (press on the right side of the black ring repeatedly).Select Settings here by pressing the okay button (press the center of the big ring once).Navigate down and to the box labeled Equipment Control.Click this with the okay button (press the center of the big ring once).Scroll down the middle portion to Manage Installed Equipment and click this with the okay button (press the center of the big ring once).Scroll down to Soundbar, but do NOT click on itPress the menu button (three lines to the right of the home button) to tell it you wish to remove the soundbar.",{"id":1461,"title":1462,"titles":1463,"content":1464,"level":1379},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Ffirestick-troubleshooting#factory-reset-the-remote","Factory Reset the Remote",[105,1433],"This is not a normal occurrence, if you have to do this regularly, you need to replace your remote. You will have to hold down three buttons at once: Back (the curly arrow left of home), Menu (the three lines right of home), and left on the ring.Remove the batteries from the remote, and replace them.Pair the Remote",{"id":1466,"title":1467,"titles":1468,"content":1373,"level":1268},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Ffirestick-troubleshooting#manage-applications","Manage Applications",[105],{"id":1470,"title":1471,"titles":1472,"content":1473,"level":1379},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Ffirestick-troubleshooting#pinning-an-app-on-top","Pinning an App on Top",[105,1467],"Hold down the Home button on your Firestick remote for 1-2 seconds.You should now see the current time in big numbers with several boxes below it.A box on the right should be Applications, scroll over to it by going right (press on the right side of the black ring repeatedly).Select Applications here by pressing the okay button (press the center of the big ring once).Scroll through the list using the outer edge of the black ring to move the silver square around the app you wish to move.\nDo not press the okay (center of the big ring) here.Press the menu button (three lines to the right of the home button)You have two choices here:\n This will place the selected app in the first position on top. Continue on step 8. This will let you move the selected app to the place of your choosing. Continue on step 10. Scroll down (with the bottom of the black ring) to the option labeled Move to Front. Click the okay button (press the center of the big ring once). Click the okay button (press the center of the big ring once). Scroll through the list with the black ring to move the app where you want to place it. Click the okay button (press the center of the big ring once) to drop the app into position.",{"id":1475,"title":1476,"titles":1477,"content":1478,"level":1379},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Ffirestick-troubleshooting#removing-an-app","Removing an App",[105,1467],"Navigate down and over to the box labeled Applications and select it with the okay button (press the center of the big ring once).Choose the last option in the menu - Manage Installed Applications with the okay button (press the center of the big ring once)This brings up an alphabetical list of all of the apps on the Firestick.Scroll down until you find the app and select it with the okay button (press the center of the big ring once)Choose to Uninstall\u002FRemove App with the okay button (press the center of the big ring once).It will kick you back to the list.",{"id":1480,"title":1481,"titles":1482,"content":1483,"level":1379},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Ffirestick-troubleshooting#clearing-application-cache","Clearing Application Cache",[105,1467],"Navigate down and over to the box labeled Applications and select it with the okay button (press the center of the big ring once).Choose the last option in the menu - Manage Installed Applications with the okay button (press the center of the big ring once)This brings up an alphabetical list of all of the apps on the Firestick.Scroll down until you find the app and select it with the okay button (press the center of the big ring once)Go down the menu to Force Stop and select it - you'll only see the 2 words blink once when you select it with the okay button (press the center of the big ring once).Go down the menu to Clear Cache and select it - you'll only see the 2 words blink once when you select it with the okay button (press the center of the big ring once)Now relaunch the app (scroll back up the menu for this option)",{"id":1485,"title":1486,"titles":1487,"content":1488,"level":1379},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Ffirestick-troubleshooting#clearing-application-data","Clearing Application Data",[105,1467],"Navigate down and over to the box labeled Applications and select it with the okay button (press the center of the big ring once).Choose the last option in the menu - Manage Installed Applications with the okay button (press the center of the big ring once)This brings up an alphabetical list of all of the apps on the Firestick.Scroll down until you find the app and select it with the okay button (press the center of the big ring once)Go down the menu to Force Stop and select it - you'll only see the 2 words blink once when you select it with the okay button (press the center of the big ring once).Go down the menu to Clear Cache and select it - you'll only see the 2 words blink once when you select it with the okay button (press the center of the big ring once).Go down the menu to Clear Data and select it - you'll be prompted to select Clear Data again - go ahead and confirm with the okay button (press the center of the big ring once)Now relaunch the app (scroll back up the menu for this option)",{"id":112,"title":111,"titles":1490,"content":114,"level":1262},[],{"id":1492,"title":1376,"titles":1493,"content":1494,"level":1379},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Fhbo-max-authentication#navigate-to-settings",[111],"The settings for HBO Max hides on the menu options to your left. Press the left arrow on the remote (or left on the big ring on a Firestick) a couple of times it will open up a menu on the left side of the screen.Go to the bottom of that menu and click on the gear icon.",{"id":1496,"title":1382,"titles":1497,"content":1498,"level":1379},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Fhbo-max-authentication#sign-out",[111],"There are menu options at the top. Scroll all the way to the right to the sign out tab at the top.Click the Sign out button with the okay button (center of the ring on a Firestick\u002FRoku\u002Fsmart tv).",{"id":1500,"title":1387,"titles":1501,"content":1502,"level":1379},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Fhbo-max-authentication#signing-back-in",[111],"Once you are signed out, we need to begin the sign in process again.",{"id":1504,"title":1505,"titles":1506,"content":1507,"level":1508},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Fhbo-max-authentication#use-the-sign-up-screen","Use the sign up screen",[111,1387],"Use the back button to go back to the main portion of the HBO Max app if it did not take you there already. Press the left arrow on the remote (or left on the big ring on a Firestick) a couple of times it will open up a menu on the left side of the screen.Scroll down to Sign UpIn the middle of the screen you should have several options, scroll to Sign In and click the okay button (center of the ring on a Firestick\u002FRoku\u002Fsmart tv).On the next screen, do not sign in with your email and passwordChoose the 2nd option \"SIGN IN WITH A PROVIDER\" with okay button (center of the ring on a Firestick\u002FRoku\u002Fsmart tv).This step must be completed on a computer, tablet, or cellphoneThe next screen will provide directions to go to hbomax.com\u002Ftvsign and enter the code you see on your screen.Once signed in, your tv should link and change back to the main screen of HBO Max.",4,{"id":1510,"title":1511,"titles":1512,"content":1513,"level":1508},"\u002Fhowto\u002Fstreaming-troubleshooting\u002Fhbo-max-authentication#pick-a-locked-show-or-movie","Pick a locked show or movie",[111,1387],"Use the back button to go back to the main portion of the HBO Max app if it did not take you there already. Scroll through using the arrow buttons (or the big ring on a Firestick) until you find a show\u002Fmovie with a padlock beside it's name.Press the okay button (center of the ring on a Firestick\u002FRoku\u002Fsmart tv) to choose this show\u002Fmovie.In the middle of the screen you should have several options, scroll to Sign In and click the okay button (center of the ring on a Firestick\u002FRoku\u002Fsmart tv).On the next screen, do not sign in with your email and passwordChoose the 2nd option \"SIGN IN WITH A PROVIDER\" with okay button (center of the ring on a Firestick\u002FRoku\u002Fsmart tv).This step must be completed on a computer, tablet, or cellphoneThe next screen will provide directions to go to hbomax.com\u002Ftvsign and enter the code you see on your screen.Once signed in, your tv should link and change back to the main screen of HBO Max, or the show\u002Fmovie listing. Sometimes it will simply start the show\u002Fmovie you picked.",{"id":118,"title":117,"titles":1515,"content":1516,"level":1262},[],"How To for Installing the FITV app Press the Home button on your remote.Move over to the left to the magnifying glass.Move down to search, and press the okay button (press the center of the big ring once)Type in FITV on the letters on screen. What you type shows up below all of the letters.Once you have it typed in, scroll down to where it shows and press the okay button.It should show up with the blue box and white letters under Apps and Games. Click the okay button again.Now it should show more info about the app, click okay again to download it.Wait for it to finish installing. A popup will appear in the corner saying it is ready to open.Press the Home button on your remote again to go back to the main screen.\nYou have now installed the app.The next step would be to pin it to the top bar.Coming soonComing soon",[6,6],1776491689485]